May, 21 2010

It's All About our People!

I want to share an example why I feel we are number #1 in the courier industry. Put simply “it’s our people”, but let me elaborate on that. I hear these story’s all the time but they rarely get shared.

Today a customer of ours, who provides pharmaceutical services called in and needed a pick-up in Imperial going to El Centro (approximately 6 miles). Imperial being in San Diego County and approximately 140 miles away from Jet’s nearest driver, the call ended up with our Air & Ground group. Air & Ground tried calling all the agents we had in our system who service the San Diego area with no success. We were in an awful situation. Not a single one of our agents were responding to us, when we made a commitment to help our customer deliver extremely important medicine to their patient.

Being out of ideas, but not panicking Darlene Fajardo elevated the situation call up to Tony Esquibel the Operations Manager. Tony followed our core values by finding a solution to the problem, even though he knew Jet Delivery would lose a lot of money on this particular call.

Tony found Charlie Chusivaratn. Charlie, a driver with Jet Delivery since March 2009 working out of San Dimas said he’d be willing to make the trip to San Diego County to help solve this problem. Charlie made the scheduled pickup time and even delivered the medicine faster than expected.

Even though we were faced with what seemed like a insurmountable challenge, our people put their minds together, made sacrifices, and ultimately delivered exactly what the customer wanted “a simple seamless pickup and delivery”.

Read More.

Michael BarbataPosted by Michael Barbata at 08:59AM PST

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Tags: people customer service solutions san diego air & ground operations tony esquibel darlene fajardo charlie chusivaratn


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